Unit of Competency Mapping – Information for Teachers/Assessors – Information for Learners

ICASAS411A Mapping and Delivery Guide
Assist with policy development for client support procedures

Version 1.0
Issue Date: April 2024


Qualification -
Unit of Competency ICASAS411A - Assist with policy development for client support procedures
Description This unit describes the performance outcomes, skills and knowledge required to contribute to the formulation of client support procedures to be included within organisational policy.
Employability Skills This unit contains employability skills.
Learning Outcomes and Application This unit applies to experienced technical support personnel, such as help-desk supervisors, IT support technicians, and user support specialists.
Duration and Setting X weeks, nominally xx hours, delivered in a classroom/online/blended learning setting.
Prerequisites/co-requisites Not applicable.
Competency Field
Development and validation strategy and guide for assessors and learners Student Learning Resources Handouts
Activities 		Slides
PPT 		Assessment 1 Assessment 2 Assessment 3 Assessment 4
Elements of Competency Performance Criteria              
Element: Determine support issues
  • Review current client support procedures followed by the organisation if appropriate
  • Gather feedback from client detailing positive and negative aspects of their contact with the organisation
  • Gather feedback from user who executes client support procedures, detailing problems with current methods
       
Element: Develop client support procedures
  • Create or update client support procedures using information gathered from the client and the user
  • Forward new client support procedures to appropriate person for review
       
Element: Provide recommended changes for client support policy
  • Evaluate feedback on client support policy
  • Incorporate changes to client support policy
  • Determine the impact the new policy will have on organisational guidelines and client interactions
  • Prepare a report detailing changes in policy and the impact on the client and the user in a clear and concise manner
  • Forward the report and the updated policy to appropriate person for approval
       
Element: Update documented client support policy
  • Amend policies to include new client support procedures
  • Issue new policies to clients and users in line with organisational guidelines
  • Maintain policy updates in line with organisational guidelines
       


Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

evaluate and analyse existing client support policy and procedures

develop new criteria and procedures for performing current practices that cater for emerging client needs.

Context of and specific resources for assessment

Assessment must ensure access to:

sites, peers and supervisors to identify the extent and quality of the contribution required

information about systems or networks to be supported

technical manuals, tools and organisational guidelines

current business requirements and documentation standards

appropriate learning and assessment support when required

modified equipment for people with special needs.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

review of client feedback and resulting amendments to client support procedures and policies

review of a report prepared detailing changes in policy and the impact on the client and the user

verbal or written questioning to assess candidate’s knowledge of organisational guidelines.

Guidance information for assessment

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, where appropriate.

Assessment processes and techniques must be culturally appropriate, and suitable to the communication skill level, language, literacy and numeracy capacity of the candidate and the work being performed.

Indigenous people and other people from a non-English speaking background may need additional support.

In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assignment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

analytical skills to:

determine the impact of policy changes

evaluate feedback on client support policy

communication skills to:

effectively use questioning and active listening techniques

gather feedback from users

liaise with technical team members

initiative and enterprise skills to identify potential improvements to client support policies

literacy skills to:

evaluate reports

prepare reports and update or amend support policies

read and interpret technical manuals and technical workplace documentation

review current support procedures and update accordingly based on feedback

problem-solving skills to determine issues around current methods of supporting users.

Required knowledge

current trends and issues in IT

organisational guidelines for client maintenance and administration

organisational policy for access and security

review process and its stages.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Client may include:

employee

external organisation

individual

internal department.

User may include:

department within the organisation

person within a department

third party.

Appropriate person may include:

authorised business representative

client

IT manager

project manager

supervisor

team leader

user support specialist.

Organisational guidelines may include:

communication methods

content of emails

dispute resolution

document procedures and templates

downloading information and accessing particular websites

financial control mechanisms

opening mail with attachments

personal use of emails and internet access

virus risk.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Review current client support procedures followed by the organisation if appropriate 
Gather feedback from client detailing positive and negative aspects of their contact with the organisation 
Gather feedback from user who executes client support procedures, detailing problems with current methods 
Create or update client support procedures using information gathered from the client and the user 
Forward new client support procedures to appropriate person for review 
Evaluate feedback on client support policy 
Incorporate changes to client support policy 
Determine the impact the new policy will have on organisational guidelines and client interactions 
Prepare a report detailing changes in policy and the impact on the client and the user in a clear and concise manner 
Forward the report and the updated policy to appropriate person for approval 
Amend policies to include new client support procedures 
Issue new policies to clients and users in line with organisational guidelines 
Maintain policy updates in line with organisational guidelines 

Forms

Assessment Cover Sheet

ICASAS411A - Assist with policy development for client support procedures
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

ICASAS411A - Assist with policy development for client support procedures

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: